Important information
- Customer Complaint:Build-A-Bear Workshop complaints generally pertain to damaged merchandise, shipping problems, difficulty obtaining a refund, and difficulty reaching a representative of the company. The company has addressed all complaints brought to its attention.
Complaints
This profile includes complaints for Build-A-Bear Workshop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 28 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 21984937
I am rejecting this response because:
Sincerely,
***************************
Business Response
Date: 07/22/2024
The package was misdelivered by the shipping carrier and not to our Guest. Unfortunately, the item is no longer available and cannot be reshipped to our Guest. A full refund has been processed to the original form of payment in the amount of $58.46 on Sunday July 14th.Initial Complaint
Date:07/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was reached out by the business and asked to send more information which I did. I was then told they would put me in contact with the district manager to further address what had happened including the employee accusing me of being racist for asking to speak to someone else. This never happened.Business Response
Date: 07/22/2024
Hello. We are working to connect with the Guest to provide a resolution. Once we have connected, a follow up will be provided.
Business Response
Date: 10/02/2024
Hello, *******,
Thank you for reaching out about her experience . We never want to disappoint our Guests and would happy to help make this a brighter experience. Please provide a few additional details so that we can request a contact from the proper member of management to further address your concerns. Please share:
Workshop location:
Approximate date of purchase:
Best contact #:
Once we hear from you, we will determine next steps and follow up.
Thank you.
Customer Answer
Date: 10/12/2024
This was purchased at the **************** location in **********************. It was purchased in April. This complaint has NOTHING to do with that store. This complaint is solely directed towards the *********, ****** location. The location where the inappropriate interaction took place. I was told by build a bear (through this complaint channel) that I would be reached out to by a manager from that location, it still has not been done.Business Response
Date: 10/16/2024
*******- hi! Thank you for the additional details. The details of your experience has now been shared with the District Manager of the ****************************************. Thank you.Customer Answer
Date: 10/16/2024
Complaint: 21982988
I have reviewed the business' response and am rejecting it because:
I would like to speak with the manager as I was told would happen MONTHS ago before reopening this as the business never followed through on what they said they would do, which was have them reach out to me
Sincerely,
******* ****Business Response
Date: 10/17/2024
The District Manager contacted our Guest and talked through the experience. ******* has already visited the store to have the animal in question repaired. No further action is needed.Business Response
Date: 10/28/2024
Hi - Our Guest had an issue with a product purchased earlier this year. She reached out to a store to seek assistance. After receiving a disappointing/frustrating interaction with the store manager, she contacted the BBB. We requested her contact details so that we could connect her with the District Manager to discuss the concerns. She has asked to speak with the manager (we believe of the store) however since she has spoken (satisfactorily) with the District Manager, we believe that this case has been handled completely.Customer Answer
Date: 10/29/2024
Better Business Bureau:
The business *finally* did what they said they would and made contact. I did not request to speak with the store manager specifically, just any manager. When the district manager called me earlier this month (which was the FIRST time any BAB representative had reached out) he informed me, it was the first time he had heard of the issue and the first time the request for my contact had ever made it to his desk. It was unfortunate to hear that there had been similar complaints made but it was nice to hear that he was taking the issue seriously and would make sure that going forwards other guests would not experience the same type of interactions. Due to the company finally showing some accountability, the request can be closed.
Sincerely,
******* ****Initial Complaint
Date:03/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a bear back in September of last year. Everything was fine at first, I was excited to get my bear. A shipping label was created and waiting to be delivered. The tracking information says that they are preparing my order to get it shipped. I checked several times the shipment website to see if theres was any updates with the tracking details, but the package was still in the warehouse where the shipping label was created, I tried to contact build a bear via email and they told me to wait 40 days to get a new awnser, I waited the 40 days and got anything from them. I called the customer service because I got any update of my shipment. But they told me that my order was not in the system because is been more than 90 days since I placed it, meaning that they would not help me with my shippement issue. They told they cannot refund me in that case. The tracking number of my order still says that they are preparing my package since September of last year. The order never got lost because they never shipped it, is still in a warehouse sitting and accumulating dust somewhere in the other side of the world. Im very frustrated by this company. I hope to get a solution any time soon.Business Response
Date: 04/04/2024
A full refund has been provided for ******. Attached is the copy of the receipt. Thank you!
Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They sent a replacement after asking for the correct address, and it's sending it to the same address. When I contacted them about the mess up again they again said there is nothing they can do. Worst company to order from!Business Response
Date: 02/19/2024
A replacement order was sent to ******** and delivered on 2/12/24. Thank you!
Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 20th my 7 year old daughter and her friend went to Build-a-Bear at **************; however due to their limited selection the associate recommended we go to the one at ********* on International. We drove the additional time and went through the extra hassle to go to this store only to be completely frustrated that we could not use the gift cards gifted to us.Upon proceeding to make the payment none of the associate were unable to scan or enter the two $25 Make a Wish gift cards given to us. We were asked to wait even though there was a lady spouting out vulgarities towards everyone in the store. They asked me to go to the website of the gift cards and look at there, but to no avail. So, even though I had the original Publix receipts for the gift cards purchase, the website showing the full balance on the cards and allowed them to rip the card (because the associate didnt know if there should be a physical card inside) it was of no use.This circumstance shouldve been handled completely different. The store should have just credited the $50 to the remaining balance and then figure out how to retrieve those gift cards into their account. I should not have had to wait at the store while this crazy scene was happening and little ones hearing out this lady. I should not have had to pay with my credit card all of the amount, and then be placed in a circumstance to have to reach out to corporate for a refund.I do not want store credit. I would like a refund for the amount of the gift cards that I was supposed to use. The build-a-bear stores are very far from my residence and I have no desire to purchase any additional things. Im very disappointed that the store icon Park was not equip to process the gift cards.If I had known The gift cards would NOT be redeemed at Build-A-Bear store I would have never purchased ANYTHING had I known Build a Bear would not refund the gift card amount.Business Response
Date: 03/01/2024
Unfortunately, the gift cards pictured in the photos were not from Build-A-Bear. The photos of the gift cards purchased showed they were from "Giving Good Cards." According to their website, you may take the Make-A-Wish card and purchase gift cards from companies of your choice, like Build-A-Bear. The Giving Good Card had not been used to purchase Build-A-Bear gift cards, so our systems were not able to accept the gift cards, since they were not from Build-A-Bear. It looks as if ******* may be able to visit the "redeem.giftcards.com" website listed in the photo and redeem the gift cards for Build-A-Bear or another company. We have forwarded a gift card to her email as a goodwill gesture and an apology for any confusion. Thank you!Initial Complaint
Date:02/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am an customer of Build A Bear and I have yet to receive my order that was placed on January 16th, I have provided my order confirmation from build a bear's website along with the tracking information from *****. I have also provided an email from the build a bear guest services stating that my package was in transit but the information from ***** shows they have yet to recive it.irst asked if i still need my product then said to give them an extra few more days after i said yes, I asked why they lied to me multiple times and they would not give me an answer and hung up. I would love for the company to get my my order, not try to force me to cancel when I cant even buy one of the two products anymore due to it being an online exclusive and being out of stock.Business Response
Date: 02/20/2024
********** order was delivered. As an apology and goodwill gesture for the delay, her shipping fee was refunded and a $10 certificate was issued to her for future shopping. Thank you!Initial Complaint
Date:01/25/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Business Response
Date: 02/22/2024
A full refund was issued for ******* order. Thank you!
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